Intelligent conversational systems

ABSTRACT

A system and method simulates conversation with a human user. The system and method receive media, convert the media into a system-specific format, and compare the converted media to a vocabulary. The system and method generate a plurality of intents and a plurality of sub-entities and transform them into a pre-defined format. The system and method route intents and the sub-entities to a first selected knowledge engine and a second knowledge engine. The first selected knowledge engine selects the second knowledge engine and each active grammar in the vocabulary uniquely identifies each of the knowledge engines.

PRIORITY CLAIM

This application is a continuation of U.S. application Ser. No.15/970,632 titled “Intelligent Conversational Systems”, filed May 3,2018, which is herein incorporated by reference.

BACKGROUND OF THE DISCLOSURE Technical Field

This disclosure relates to enabling computers to execute tasks, andspecifically to enabling computers to execute tasks that normallyrequire human intelligence.

Related Art

Today, computers execute specific tasks. Computers support wordprocessing, execute searches, and carry out repetitive calculations.Computers enforce security, control processes, and solve deterministicmathematical equations. Many computers do not simulate aspects of humanintelligence such as logical deductions, inferences, cognitive tasks, orgenerate creative replies in response to incomplete information. Thecomputer systems do not recognize or react to human languages or learnfrom experiences. The systems do not communicate in a form that issimilar to or indistinguishable from human speech.

BRIEF DESCRIPTION OF THE DRAWINGS

The disclosure is better understood with reference to the followingdrawings and description. The elements in the figures are notnecessarily to scale, emphasis instead being placed upon illustratingthe principles of the disclosure. Moreover, in the figures, likereferenced numerals designate corresponding parts throughout thedifferent views.

FIG. 1 is a flow diagram of a program that conducts conversations and/orexecutes task from one or more input sources.

FIG. 2 a second flow diagram of a program that conducts dialogues and/orexecutes task from one or more input sources.

FIG. 3 a third flow diagram of a program that conducts dialogues and/orexecutes task from one or more input sources.

FIG. 4 is a block diagram of an intelligent conversational system.

FIG. 5 is an alternate block diagram of an intelligent conversationalsystem.

FIG. 6 is a flow diagram of a program that conducts dialogues and/orexecutes tasks from one or more input sources.

FIG. 7 a second flow diagram of a program that conducts dialogues and/orexecutes tasks from one or more input sources.

FIG. 8 a third flow diagram of a program that conducts dialogues and/orexecutes tasks from one or more input sources.

FIG. 9 is a block diagram of an intelligent conversational system withcomputer vision.

FIG. 10 is an alternate block diagram of an intelligent conversationalsystem with computer vision.

DETAILED DESCRIPTION

An intelligent conversational system and process (referred to as aninteractive agent) converse in an easy and familiar manner. It mayconverse lightly and casually using an end user's style and vocabulary,in a fashion and a tone that is similar to, or indistinguishable from,that of human speech. The interactive agent moves beyond traditionaldesktop and mobile processing but is accessible through an applicationprogram interface within a celestial architecture.

The celestial architecture decouples backend computing from front-endprocessing. By using modules and delegations, the interactive agentsconduct dialogues from a textual, auditory, vision-based input and/oraugmented reality input. The proprietary and open source modules includemultiple parts: an interface that determines which constants, datatypes, variables, and routines that are accessed by other modules,routines and itself; and, private code that is accessible only to themodule, which includes the source code that implements the routines inthe modules. The modules perform various stages of recognition andimplement specific actions.

A delegation assigns access rights from one module to the next. Bypassing access rights from one module to another, work is distributedsuch as between several modules, without affecting system security orthe integrity of a resource and enabling flexible work distributions andscalability. In the disclosed celestial architecture, some modules areon different machines, operating systems, and/or within differentprocessing domains. A nonreducible textual element of data, a uniquestructured data object, or a unique token that may be circulated(referred to as a data object or a proxy) can be used to make adelegation from one module to another. A proxy allows a module receivingthe data object or proxy to operate with the same or restricted rightsand privileges that are subject to the module providing the grant. Amodule may create a proxy with the same or fewer rights and privilegesthan it possesses.

In FIG. 1, a controller 106 interfaces knowledge engines 114 and arecognition processor 108. The recognition processor 108 interfaces anatural language processing engine 112 and social media 110. Socialmedia 110 generally refers to computer-mediated technology that enablesusers to create and share content or participate in social networkingvia virtual communities and networks. Computer-mediated technologyenables human communication that occurs through two or more electronicdevices. The devices may provide input from various sources including,but not limited to, audio, text, images, video, augmented reality, etc.Some social media 110 interfaces users through mobile apps, which arecomputer programs designed to run on mobile devices, such as phones,watches, or tablets.

In FIG. 1 the knowledge engines 114 are the subject matter experts,separate from, but in communication with controller 106. There are oneor multiple knowledge engines (that may be designated as N knowledgeengines). The knowledge engines 114 interpret and act upon an intent andits sub-entities. An intent generally refers to the interpreted aim orpurpose of a computer-mediated communication input. In an insurancecontext, an intent may ask for an insurance quote or service for aninsurance claim or service for an existing insurance policy. Itsassociated sub-entities provide context to data often in a hierarchicalorder. A higher-level sub-entity may identify one or more insuranceproducts, such as automobile insurance, motorcycle insurance,condominium insurance, recreational vehicle insurance, renter insurance,etc. and a lower-level sub-entity may provide the information needed tocomplete an interaction associated with an intent, such as the desiredcoverage limits for an insurance quote.

In FIG. 1, a natural language processing engine 112 uses grammars toidentify one or more intents from a conveyance. A grammar may be storedin a file that contains a list of words and phrases to be recognized,and in some instances, include programming logic to aid a module. Allactive grammars make up a vocabulary. The natural language processingengine 112 takes the translated media, compares it to a vocabulary, andmatches the translated media to the vocabulary's words and/or phrases.The natural language processing engine 112 extracts or generatessub-entities from the conveyance and adds them as payload data to theintents to form the data structure that the controller 106 and/orknowledge engine 114 process. The payloads include confidence scoresthat indicate the likelihood of a successful recognition. One naturallanguage processing engine 112 as shown in FIG. 1, two natural languageprocessing engines 112 and 302 as shown in FIG. 3, or three or morenatural language engines (N natural language engines) may be used inalternate interactive agents.

Each knowledge engine (individually and collectively identified byreference number 114) handles a specific type of recognized result. Aknowledge engine may serve an insurance quoting system, anotherknowledge engine may serve a claims processing system, and anotherknowledge engine may serve on-line insurance servicing of existinginsurance policies, for example.

In this disclosure, any module in the systems and methods described maymanage dialogue, share dialogue management, or delegate dialoguemanagement with other modules making the interactive agents scalable andsecure. If a dialogue management is hosted in a module that becomesinfected by an intrusive program, such as a virus or malware that hasdamaging effects, a distributed dialogue management or delegatedmanagement allows the interactive agent to maintain the state and flowof a conversation by transferring dialogue management to an uninfectedmodule before the infected module is isolated. The input and outputcontrols and strategic management controls of the dialogue managementcan be shared and executed by multiple modules and passed to a singlemodule.

Dialogue is managed through an exchange manager. The exchange managermay standalone, may be integrated with, or may be a unitary part of oneor more knowledge engines 114, controllers 106, and/or recognitionprocessors 108 and/or distributed between the modules throughdelegations. Some exchange managers process one or more representationsof the dialogue and maintain state variables, such as a dialogue historymaking the interactive agent stateful. Stateful means the interactiveagents monitor all or substantially all of the details of a dialogue inwhich it participates and accounts for the source, destination, andcontent of a message, for example. A dialogue history may track thedetails of a dialogue, such as tracking the topics or subjects of thediscussion. By analyzing dialogue history and identifying features auser makes use of the most, the interactive agents engage users, avoidrepetition, facilitate conversations, build on previous dialogues, andare more likely to service the user's request. A dialogue manager mayalso track question-answer pairs (e.g., selecting a best answer for aquestion if there are several answers, or the second best answer, if thefirst answer was already used, or the third best answer if the secondbest answer was already used . . . etc.) or the last answered question.

Some exchange managers execute other functions too. Other functionsinclude executing rules, whether machine learned or pre-programmed, toselect the best term to use in a dialogue, and/or determine what actionthe exchange manager should take at each point in the dialogue exchange.To make a response more natural, some exchange managers execute outputcontrol. When some exchange managers determine that the interactiveagent is communicating with a millennial by detecting one or morephrases millennials frequently use, by semantic comparisons for example,the exchange managers select and respond with a generational-typeexpression such as “you are slaying it” or uses another phrasemillennials commonly use. If the exchange managers determine that theinteractive agents are communicating with a baby-boomer, for example,the exchange managers may use a more formal generational-type ofresponse such as “you are doing a great job” or respond with anotherphrase baby-boomers would use. A biometric module enables this age-basedfunctionality through comparisons of semantic-recognitions tomachine-learned or pre-programmed generational defining terms orphrases. The biometric module enables the exchange manager to identify auser's generation when a confidence level of the recognition resultexceeds a threshold. The identification identifies or points to a fileor vocabulary containing a list of words and phrases associated withthat generation that are selectable by a knowledge engine 114 or thecontroller 106. Selection allows the interactive agent to provide an ageappropriate response or modify a response that is published on socialmedia 110.

Besides recognizing unique generational conversational patterns, someexchange managers recognize cultural or social characteristics and/orattitudes via their classifications of active grammars and comparisonsto recognition results to personalize and customize the output of theinteractive agents. Unlike language recognition that is concerned withrecognizing content, cultural and social recognition is concerned withrecognizing the unique background behind the user and responding likesomeone with his or her background. This biometric module comparessemantic-recognitions to machine-learned or predesignated defining termsor phrases strongly linked to unique backgrounds, enabling theinteractive agent to identify the user's background when a confidencelevel of the recognition result exceeds a predetermined fixed or dynamicthreshold. Once cultural or social characteristics are identified, theinteractive agent responds by selecting a vocabulary or output file ofwords and phrases that are selectable by the knowledge engines 114,controller 106, and/or recognition processing 108 to render an output.The vocabulary is linked to the user's background and, in someinteractive agents, the user's generation.

The personalization and customization of the output of the interactiveagents may also model one, two, or more personalities. For example,“Flo”, the upbeat fictional store employee that sells insurance forProgressive may respond with her very own Flo-isms when a model of hertraits is part of the interactive agent. Flo-isms make Flo's personalitydistinctive and unique. If for example, Flo receives a complaint aboutsomeone running late, Flo may respond in a lively manner that makes anemotional connection with the user. A Flo-ism to such a complaint may be“Happens to me all the time.” If a user complains about the tedious,menial, and unpleasant work of an annual office meeting, Flo may invitethe user to continue their conversation by responding with: “Hey, it'san office party!”. The list of words and phrases and programming logicthat model Flo's traits may be stored in a unique vocabulary or uniquefile that is selectable by the knowledge engines 114, the controller106, and the recognition processing 108 in response to a recognitionresult. The knowledge engines 114, the controller 106, and therecognition processing 108 modules may adapt their output via the uniquevocabulary or unique file that models the autonomous fictional virtualhuman that sells insurance.

In other use cases, two or more personalities engage the user in one ormore different dialogues. In an insurance context, for example, anotherunique vocabulary or file may model Mayhem's traits, the fictionalcharacter pitching insurance for Allstate Insurance. Mayhem's traits maybe modeled via a vocabulary or file the includes a list of words andphrases and programming logic that distinguish his personality fromothers. Other use cases may make use of a unique vocabulary or file ofsurreal humor and satirical terms and phrases and programming logic thatmodel an anthropomorphic day gecko like The Gecko pitching insurance forGEICO.

In FIG. 1, a session begins with a request from a session initiator 104.A session initiator 104 may initiate sessions, confirm terminations, andin some instances, maintain sessions. The session initiator 104 respondsto a session request from one or more social media 104 by notifyingcontroller 106. The session notification triggers a request for arecognition cycle, which causes the recognition processor 108 to capturethe media from the computer-mediated social technology 110. Therecognition processor 108 passes through or converts the captured mediainto a system-specific format that is processed by a natural languageprocessor engine 112. The natural language processing engine results arereturned to controller 106. The results include representations of thecaptured media (i.e., interpretations), process commands, intents, andrelated sub-entities generated from and/or extracted from the media,confidence scores of the intents, etc. The controller 106 determineswhich knowledge engines receive the results based on the intents andrelated sub-entities and confidence scores, which are passed through orare translated into the system-specific formats of the selectedknowledge engines 114. In some instances, the selected knowledge engine114 responds with a request for more information as shown in FIG. 1. Therequest may include commands to execute one, two, or more recognitioncycles (one more recognition cycle is shown), which results in capturingtextual or auditory input from social media applications, 110 such asFacebook and Facebook Messenger, for example.

The recognition processor 108 captures the response to the textual orauditory message. The recognition processor 108 converts the capturedmedia into a system-specific semantic format that is processed by thenatural language processor engine 112. The results are passed through ortranslated into the system-specific formats and transmitted to theselected knowledge engine 114. The knowledge engine 114 completes theaction or transaction, and communicates via controller 106 to socialmedia 110 before the session ends.

In FIG. 1, the exchange manager is shared with one or more knowledgeengines 114. In other embodiments, it is shared through proxies that arepassed with the objects to the modules process. The exchange managerprocesses representations of the dialogue and maintains state variables.Besides tracking the details of the dialogue and its question-answerpairs, the exchange manager executes the functionality described herein,including selecting the best term to use in a dialogue to make theinteractive agent response more natural to the user, which may includeresponses that are similar to responses of the user's generation and/orbackground and/or one or more personalities.

In FIG. 2, controller 106 executes exchange management. Controller 106selects a second knowledge engine 114 in response to a request from thefirst selected knowledge engine 114. A session begins with a requestfrom the session initiator 104. The recognition processor 108 capturesthe media from the computer-mediated social technology 110 and passesthrough or converts the captured media into a system-specific formatprocessed by the natural language processor engine 112. The naturallanguage processing engine results include representations of thecaptured media (i.e., interpretations), process commands, intents andrelated sub-entities extracted from the media, confidence scores of theintents and/or sub-entity combinations, etc. The results are returned tocontroller 106, which passes the results or translates them into thesystem-specific formats and formats required by the selected knowledgeengine 114. Knowledge engine 114 selections are based on intents andassociated confidence scores or combinations of intents and sub-entitiesand their associated confidence scores. When confidence scores exceed apredesignated threshold, controller 106 routes the results to theknowledge engine assigned to that recognized result.

Based on a knowledge base associated with the selected knowledge engine114, the selected knowledge engine 114 in communication with controller106 may automatically request that the process commands and result beshared with one or more additional knowledge engines 114. A knowledgebase is a form of a database that may include rules and accumulatedinformation related to the particular domain associated with one or morespecific knowledge engines 114 (e.g., insurance quoting, or insuranceclaims servicing, or insurance policy servicing, etc.) and one or moredownloadable profiles. The downloadable profiles identify granularattributes of behavior-based exchanges that indicate the knowledgeengine 114 potentially better suited to complete an interaction. Byincluding a knowledge base in this decision, a knowledge engine'sautomatic selections are not limited to comparisons of designated intentand sub-entity combinations and confidence scores exclusively. Thisbehavior-based selection constitutes an improvement over traditionaltext matching and threshold comparisons as this interactive agentinterprets a user's intentions in contexts (via recognizing holisticbehavior-based or context-sensitive exchanges by considering statementsthat surround a word or passage), rather than being based exclusively onisolated input. The inclusion of sub-textual analysis enables a moreflexible, nuanced, and accurate dialogue that can easily be tailored tothe interactive agent's policies or customized to its user types.Further, access to a knowledge base improves the accuracy of knowledgeengine 114 selections. As a result, fewer interactions with the user areneeded to adequately respond to a user's request, which enhancescomputer efficiency and improves computer battery life. These benefitsimprove user experiences.

Consider an exchange with a new insurance user (e.g., not a customer ofthe insurance carrier) that uses the term “comprehensive” in multipleexchanges. In this use case, the interactive agent automaticallyconcludes that the user has demonstrated an unfamiliarity with insurancebased on the user's inability to answer common insurance questions. Inviewing the context, the recentness of a predetermined number ofunanswered or misunderstood questions, the confirmation that the user isnot a customer of the insurance carrier (e.g., confirmed via thesystem's credential verification), and the use of the term“comprehensive”, the knowledge base associates these contexts as arequest for an all-inclusive quote for insurance. The knowledge engine114 accessing the knowledge base, and/or in communication with thecontroller 106 determines that the user is likely asking for a home, anauto, a health, and a life insurance quote, that may be known as abundled quote.

If a system processes the term “comprehensive” alone on its face, andspecifically with respect to automobiles, the term “comprehensive” wouldbe understood to refers to one of three basic insurance coverages. Thetwo other coverages are liability and collision. Collision covers damageto vehicles following a collision—and comprehensive fills in the gaps bycovering damage to vehicles caused by anything other than a collision(e.g., storm damage, fire, vandalism, animals, etc.,). While arecognition of the input alone would determine that the recognitionresult should be routed to knowledge engine supporting only insurancepolicy servicing and possibly vehicles specifically; based on theidentified contexts and context associations stored in the knowledgebase, the selected knowledge engine 114 (in some cases with controller106) automatically requests that the process commands and result beshared with one or more knowledge engines servicing insurance quoting.This automated decision may also be based on comparisons of the resultsthe first selected knowledge engine rendered processing the input, andthe profile of behaviors. The profile of behaviors is referred to asdownloadable because they are generated separately and apart from theknowledge base in this embodiment. In alternate embodiments, theknowledge base is local to the knowledge engine 114 and/or controller106 and is updated whether machine learned or updated via programming.The profile of behaviors may associate behaviors with rules and/or datathat achieves one or more knowledge engine 114 selections that based onthe user's input and context of the exchange.

In FIG. 2, the selected knowledge engine's request triggers theselection of a second knowledge engine by controller 106. The controller106 may convert the natural language processing engine results to asecond form, format, and/or protocol if different from the firsttranslation, or pass it through. If the second selected knowledge engine114 responds with a request for more information as shown in FIG. 2, oneor more recognition cycle occurs (one more additional recognition cycleis shown). The second recognition cycle captures the requested textualor auditory information from the computer-mediated social technology110.

The recognition processor 108 converts the captured media into asystem-specific format that is then processed by the natural languageprocessor engine 112. The results are passed through or translated intothe one or more forms, formats, and/or protocols of the first and/orsecond knowledge engines. The results are then transmitted to theselected first and/or second knowledge engines 114. The knowledgeengines 114 complete the action or transaction; it confirms thecompleted the action or transaction: and the controller 106 terminatesthe session.

In FIG. 3, two recognition cycles are executed using two separate andremote natural language processing engines 112 and 302. The celestialbased architecture interfaces local and remote natural languageprocessing engines including cloud-based natural language recognizersand/or local natural language recognizers. Some local natural languagerecognizers apply fewer grammars, and in some applications, the localnatural language recognizers are always listening for requests for arecognition. In alternate embodiments, more than two natural languageprocessors are used and some of the natural language processors servedifferent forms of recognition results. Some natural language processingengines may provide intent-entity combinations and associated confidencescore results in some interactions. Other natural language processingengines may provide complete responses that may be published directly onsocial media 110 immediately without further processing. The othernatural language processing engines may serve canned responses, such asresponses to frequently asked questions, for example.

Social media 110 triggers the first recognition cycle by sending arequest to the session initiator 104, which requests a session and arecognition cycle from controller 106. The recognition processor 108captures media from the computer-mediated social technology 110 andconverts it into a system-specific format processed by a naturallanguage processing engine 112. The natural language processing engineresults include representations of the captured media (i.e.,interpretations), process commands, intents and related sub-entitiesbased on or extracted from the media, confidence scores of the intentsor intent sub-entity combinations, etc. When results are returned,recognition processor 108 determines if additional recognition is neededvia a second recognizer, such as the second natural language processingengine 302 shown in FIG. 3. The second natural language processingengine 302 comprises a common natural language processing engine butuses different active grammars (e.g., the words and phrases recognizedby the language processing engine). In an alternate embodiment, thesecond natural language processing engine 302 comprises a separatenatural language processing platform (e.g., a different natural languageprocessing engine and vocabulary). Some natural language processingengines are cloud-based and remote from one another; others are localand part of a natural language processing platform. Each alternateembodiment provides one or more specific advantage or particular purposeto solve a problem rather than serving as a design choice. Among theadvantages and purposes are the benefits of reduced memory resourceswhen interactive agents use common natural language processing enginesand more processing power when interactive agents use multiple naturalprocessing engines and vocabularies. Another advantage includes accessto larger vocabularies and remote accessibility when interactive agentsuse cloud-based natural language processing platforms and uninterruptedaccess when the natural language processing occurs locally. There isvery little or no network dependence or bandwidth restrictions whenprocessing occurs locally. In some embodiments, both local andcloud-based systems provide the benefits and advantages described aboveand overcome the deficiencies described above.

When additional recognition is needed via a second recognizer, such asshown in FIG. 3, the recognition processor 108 passes through orconverts the captured media into the system-specific format that isprocessed by the second natural language engine 302. The recognitionresults generally include representations of the captured media (i.e.,interpretations), process commands, intents and related sub-entitiesbased on or extracted from the media, confidence scores of the intentsand/or intents and sub-entity combinations, etc. The natural languageprocessing engines 112 and 302 results are returned to controller 114,which passes them through or translates them into the system-specificformats of a selected knowledge engine 114. One or more knowledgeengines may be selected based on a combination of intents andsub-entities and associated confidence scores. A translation maytransform the results into a predefined form, format, and/or protocolfor the selected knowledge engine 114 and generates process commandsthat are passed to the selected knowledge engines 114. In somedialogues, a knowledge engine 114 responds with a request for moreinformation as shown in FIG. 3. The request may include commands toexecute one or more recognition cycles (one more is shown) by one orboth of the natural language processing engines 112 and 302. The requestresults in capturing additional textual or auditory input.

In this recognition cycle, the recognition processor 108 captures thenext textual or auditory input. The recognition processor 108 passesthrough or converts the captured media into a system-specific semanticformat that is processed by one or both of the natural languageprocessor engines 112 and/or 302. The natural language results arepassed through or translated into the system-specific formats, which aretransmitted as translated results to the selected knowledge engines 114.The knowledge engine 114 thereafter completes an action or transactionor executes another recognition cycle before it confirms the completedrequest via social media 110. Once confirmed, the controller 106terminates the session.

FIG. 4 is a block diagram of the interactive agent that may execute theprocess flows described above and those shown in FIGS. 1-3automatically. In FIG. 4, the recognition processor 108 interfaces twonatural language processing engines 112 and 302 through abstractionlevel logic 402 and 404. The natural language processing engines 112 and302 may be local and/or cloud-based (e.g., remote). A natural languageplatform collects social media input, passes the dialogue to one or bothof the natural language processing engines 112 and 302 or more—1 throughN if used in alternate embodiments (not shown)—and passes therecognition results to controller 106. The recognition results areassigned a confidence score or rating that reflect the likelihood of anaccurate recognition by the one or more natural language processingengines 112 and 302. The natural language processing engines 112 and 302are separate from the knowledge engines 114 (1 though N shown) thatprocess the recognition results. Each of the knowledge engines 114process specific types of recognized results. In some insurance basedsystems, one knowledge engine handles insurance quoting, a secondknowledge engine handles claims processing, a third knowledge enginehandles insurance servicing of existing insurance policies, a fourthknowledge engine handles usage-based insurance, and/or a fifth knowledgeengine handles another function.

In FIG. 4, the interactive agent includes a session indicator 104 thatinitiates sessions and confirms terminations. A session refers to thetime during which an interactive agent processes a dialogue. In FIG. 4,the session indicator 104 and controller 106 interfaces phones 406,computers 408, short-message-service devices 410, and other interfaces412 that provide interactions with other devices such as vehicles and/orsmart homes. In FIGS. 4, 5, 9, and 10, interface 412 is a point ofinteraction or a communication between the interactive agent and anyother entity, such as computer or human operator. The interface, forexample, may comprise a human machine interface (HMI) where interactionsbetween the interactive agent and a human operator occurs. If aninteractive agent requires assistance beyond its knowledge engines 114,the interactive agent may seamlessly hand off the exchange to the humanoperator to complete a task or continue the conversation. The interfacemay be used to modify the knowledge engines 114, modify or supplementvocabularies, and/or modify module code to train the interactive agents.

Besides the programming that allows the interactive agents to detectcues that make it possible to understand a dialogue, the interface 114may serve as a point of interaction to process training data. Thetraining data may reflect a range of conditions that include telemetrydata that cover some or all of the subject matter domains and variousoperating states described. Further, when speech processing is used, thetraining data may include speech in relatively quiet and noisy settingsas well as speech recorded in highly stressful conditions. The data maybe processed concurrently or off-line to improve system performance.

FIG. 5 is a block diagram of an alternate interactive agent that mayexecute the process flows described above and those shown in FIGS. 1-3automatically. The system comprises a processor 500, a non-transitorymedia such as a memory 502 (the contents of which are accessible by theprocessor 500), a session initiator 104, and an I/O interface 504. TheI/O interface 504 connects devices and local and/or remote applicationssuch as, for example, additional local and/or remote recognition modulesand local and/or remote knowledge engines. The memory 502 storeinstructions which when executed by the processor 500 causes theinteractive agent to render some or all of the functionality associatedwith interpreting dialogue and executing an appropriate action. Thememory 502 stores instructions, which when executed by the processor500, causes the interactive agent to render the functionality associatedwith the knowledge engines 114, controller 106, recognition processor108, abstraction level logic 402 and 404, the local natural languageprocessing engine 504, and/or the software that interface the remotenatural language processing engine shown as a cloud.

In FIG. 6, natural language processing and computer vision is used toprocess text, locate physical objects, and identify physical objects.Computer vision may stand alone, may be integrated with, or may be aunitary part of any one or more modules described herein. The physicalobjects may be identified from image or a video sequence. In FIG. 6, asession begins with a request from the session initiator 104. Thesession initiator 104 responds to the session request from one or moresocial media 104 by notifying controller 106. The session notificationtriggers a request for a recognition cycle, which causes the recognitionprocessor 108 to capture the media from the computer-mediated socialtechnology 110. The recognition processor 108 converts the capturedmedia into a system-specific format that is processed by the naturallanguage processor engine 112 and/or computer vision engine 602. Thenatural language processing and computer vision engine results arereturned to controller 106. The natural-language results includerepresentations of the captured media (i.e., interpretations), processcommands, intents and related sub-entities generated from and/orextracted from the media, confidence scores of the intents, etc. Thecomputer vision results may include physical object identificationinformation, physical object position and orientation information,numerical measurement data, counts and classification of physicalobjects, images of the physical object, and confidence values related tothe physical object identification.

Controller 106 determines which knowledge engines receive the resultsbased on the intents and related sub-entities and confidence scoresand/or one or more computer vision results, which are passed through orare translated into the system-specific formats of the selectedknowledge engines 114. In some instances, the selected knowledge engine114 responds with a request for more information as in FIG. 6. Therequest may include commands to execute one or more recognition and/orimage capture cycles (one more recognition and capture cycle is shown),which results in capturing textual, auditory, and/or images or videofrom social media 110.

The recognition processor 108 captures the textual, auditory, and/orimages or video. The recognition processor 108 passes through orconverts the captured results into a system-specific format that isprocessed by the natural language processor engine 112 and/or computervision engine 602. The recognition results are passed through ortranslated into the system-specific formats and transmitted to theselected knowledge engines 114. The knowledge engines 114 completes theaction or transaction, communicates with social media 110 via controller106, before the controller 106 terminates the session.

In FIG. 6, the exchange manager is shared with of one or more knowledgeengines 114. In some embodiments, it is shared through proxies. Theexchange manager processes representations of the dialogue and maintainsstate variables. Besides tracking the details of the dialogue and itsquestion-answer pairs, the exchange manager executes the functionalitythat selects the best term to use in the dialogue to make theinteractive agent response more natural.

In FIG. 7, the controller 106 executes exchange management. Thecontroller 106 selects a second knowledge engine 114 in response to arequest from the first selected knowledge engine 114. A session beginswith a request from the session initiator 104. The recognition processor108 capture the media from the computer-mediated social technology 110and converts the captured media into a system-specific format processedby the natural language processor engine 112 and/or computer visionengine 602. The natural language processing engine results includerepresentations of the captured media (i.e., interpretations), processcommands, intents and related sub-entities extracted from the media,confidence scores of the intents and/or sub-entity combinations, etc.The computer vision results may include physical object identificationinformation, physical object position and orientation information,numerical measurement data, counts and classification of physicalobjects, images of the physical objects, and confidence values relatedto the physical object identification.

Controller 106 translates the results into the system-specific formatsof the selected knowledge engine 114 or passes them through. Knowledgeengine 114 selections are based on intents, physical objectdata/information, and selections of the highest associated confidencescore or combinations of intents and sub-entities and the highestassociated confidence scores. In FIG. 7 the results are passed throughor translated into a predefined form, format, and/or protocol usable bythe first selected knowledge engine 114 and process commands aregenerated that are passed to the first selected knowledge engine 114.

Based on a knowledge base associated with the selected knowledge engine114, the selected knowledge engine 114 may request that the processcommands and result be shared with another knowledge engine 114. Theselected knowledge engine's request triggers the selection of one ormore other knowledge engines by controller 106. The controller 106 maypass the results through or convert the results to a second form,format, and/or protocol if different from the first form or translation.If the first and/or second selected knowledge engine 114 responds with arequest for more information as shown in FIG. 7, one or more recognitionand/or image capture cycle occurs (one more recognition and capturecycle is shown). The second recognition cycle captures the requestedtextual, auditory, and/or images or video information from thecomputer-mediated social technology 110.

The recognition processor 108 captures the textual, auditory, and/orimages or video. The recognition processor 108 passes through orconverts the captured results into a system-specific format that isprocessed by the natural language processor engine 112 and/or computervision engine 602. The results are passed through or translated into theone or more forms, formats, and/or protocols of the first and/or secondknowledge engines. The passed through or translated results are thentransmitted to the selected first and/or second knowledge engines 114.The knowledge engines 114 complete the action or transaction, confirmthe completed request, and the controller 106 terminates the session.

In FIG. 8, two recognition cycles are executed using two separate andremote natural language processing engines 112 and 302. The celestialbased architecture interfaces local and remote natural languageprocessing engines including cloud-based natural language recognizersand/or local natural language recognizers having the centralized (e.g.,localized) or distributed architectures described above. Social media110 triggers the first recognition cycle by sending a request to thesession initiator 104, which requests a session and a recognition cyclefrom controller 106. The recognition processor 108 captures media fromthe computer-mediated social technology 110 and passes it through orconverts it into a system-specific format processed by the naturallanguage processor engine 112 and/or computer vision engine 602. Thenatural language processing engine results include representations ofthe captured media (i.e., interpretations), process commands, intentsand related sub-entities based on or extracted from the media,confidence scores of the intents or intent sub-entity combinations, etc.The computer vision results may include physical object identificationinformation, physical object position and orientation information,numerical measurement data, counts and classification of physicalobjects, images of the physical objects, and confidence values relatedto the physical object identification.

When the results are returned, recognition processor 108 determines ifadditional recognition is needed via a second recognizer such as thesecond natural language processing engine 302 shown in FIG. 8. Whenadditional recognition is needed, the recognition processor 108 passesthrough or converts the captured media into the system-specific formatthat is processed by the second natural language engine 302. The resultsgenerally include representations of the captured media (i.e.,interpretations), process commands, intents and related sub-entitiesbased on or extracted from the media, confidence scores of the intentsand/or intents and sub-entity combinations, etc. The natural languageprocessing engines 112 and 302 results and computer vision results arereturned to controller 106, which then passes them through or translatesthem into the system-specific formats of the selected knowledge engine114. One or more knowledge engines may be selected based on acombination of intents and sub-entities and associated confidence scoresand computer vision results. In some dialogues, a knowledge engine 114responds with a request for more information as shown in FIG. 8. Therequest may include commands to execute a one or more recognition cycles(one more is shown) by one or both of the natural language processingengines 112 and 302 and the computer vision 602. The request results incapturing additional textual, auditory, images, and/or video.

The recognition processor 108 passes through or converts the capturedmedia into a system-specific format that is processed by one or both ofthe natural language processor engines 112 and/or 302 and/or computervision system. The results are translated into the system-specificformats, which are transmitted to the selected knowledge engines 114.The knowledge engine 114 thereafter completes an action or transactionor executes another recognition cycle before it confirms the completedrequest via social media 110. Once confirmed, the controller 106terminates the session.

FIG. 9 is a block diagram of the interactive agent that may execute theprocess flows described above and those shown in FIGS. 6-8automatically. In FIG. 9, the recognition processor 108 interfaces twonatural language processing engines 112 and 302 through abstractionlevel logic 402 and 404 and a computer vision engine 902 throughabstraction level logic 904. The natural language processing engines 112and 302 may be local and/or cloud-based (e.g., remote). A naturallanguage platform collects social media input, passes the dialogue toone or more of the natural language processing engines 112 and 302and/or computer vision engines 902, and passes the recognition resultsto controller 106. The recognition results are assigned confidencescores or ratings that reflect the likelihood of an accurate recognitionby one or more natural language processing engines and/or computervision engines. The natural language processing engines 112 and 302 andcomputer vision engine 902 are separate from the knowledge engines 114(1 though N shown) that process the recognition results. Each knowledgeengines 114 process specific types of recognized results. In someinsurance systems, one knowledge engine handles insurance quoting, asecond knowledge engine handles claims processing, a third knowledgeengine handles insurance servicing of existing insurance policies, afourth knowledge engine handles usage-based insurance, and/or a sixthknowledge engine handles other functions.

In FIG. 9, the interactive agent includes a session indicator 104 thatinitiates sessions and confirms their terminations. The sessionindicator 104 and controller 106 interfaces phones 406, computers 408,short-message-service devices 410, and other interfaces that provideinteractions with other devices such as vehicles and/or smart homes.

FIG. 10 is a block diagram of an interactive agent that may execute theprocess flows described above and those shown in FIGS. 6-8automatically. The system comprises a processor 500, a non-transitorymedia such as a memory 502 (the contents of which are accessible by theprocessor 500), a session initiator 104, and an I/O interface 504. TheI/O interface 504 connects devices and local and/or remote applicationssuch as, for example, additional local and/or remote recognition and/orcomputer vision modules and local and/or remote knowledge engines. Thememory 502 stores instructions which when executed by the processor 500causes the interactive agent to render some or all of the functionalityassociated with interpreting dialogue and executing an appropriateaction. The memory 502 stores instructions, which when executed by theprocessor 500, causes the interactive agent to render the functionalityassociated with the knowledge engines 114, controller 106, recognitionprocessor 108, abstraction level logic 402, 404, and 904 the localnatural language processing engine 504, the local computer vision engine(cloud-based computer vision engine is also shown), and/or the softwarethat interface the remote natural language processing engine and visionlibrary shown as cloud.

The memory 502 and/or storage disclosed may retain an ordered listing ofexecutable instructions for implementing the functions described abovein a non-transitory computer code. The machine-readable medium mayselectively be, but not limited to, an electronic, a magnetic, anoptical, an electromagnetic, an infrared, or a semiconductor medium. Anon-exhaustive list of examples of a machine-readable medium includes: aportable magnetic or optical disk, a volatile memory, such as a RandomAccess Memory (RAM), a Read-Only Memory (ROM), an Erasable ProgrammableRead-Only Memory (EPROM or Flash memory), or a database managementsystem. The memory 502 may comprise a single device or multiple devicesthat may be disposed on one or more dedicated memory devices or disposedon a processor or other similar device. The engines may comprise aprocessor or a portion of a program that executes or supportsrecognition system or processes. When functions, steps, etc. are said tobe “responsive to” or occur “in response to” another function or step,etc., the functions or steps necessarily occur as a result of anotherfunction or step, etc. It is not sufficient that a function or actmerely follow or occur subsequent to another. Further, the term “socialmedia” generally refers to computer-mediated technology that enablesusers to share content with another entity or device or participate insocial networking that may occur via virtual communities and networks.Computer-mediated technology enables human communication that occursthrough two or more electronic devices. The devices may provide inputfrom various sources including, but not limited to, audio, text, images,video, augmented reality, etc.

While each of the systems and methods shown and described herein operateautomatically and operate independently, they also may be encompassedwithin other systems and methods including any number (N) of iterationsof some or all of the process used to recognize input, render recognizedresults, and/or render an output. Alternate interactive systems mayinclude any combinations of structure and functions described or shownin one or more of the FIGS. These automated interactive systems areformed from any combination of structures and functions described. Thestructures and functions may process additional or different input. Forexample, each of the interactive agents may include a knowledge base andfurther each interactive agent described may process speech (e.g.,spoken utterances). Interactive agents that process speech includeautomatic speech recognition engines and/or platforms that serve socialmedia 110 or speech applications. A speech application, which is oftenrun independently and remote from a speech platform and speech engine,interacts with a user like social media 110. The speech application orsocial media 110 provides input to the speech platform that passesspoken utterances to a speech engine. The speech engine converts thespoken utterance to a representation, compares the representation of thespoken utterance to a vocabulary, and matches the representation to avocabulary of words. The speech engine returns its interpretation of thespoken utterance, process commands, intents and related sub-entities,confidence scores of the intents and in some instances confidence scoresof the related sub-entities, etc., as a recognition result. Therecognition result is passed back to the recognition processor 108, thecontroller 106, and/or one or more knowledge engines 114 to execute thefunctions described in each of the embodiments and shown in each of theFIGS separately or in combination.

The functions, acts or tasks illustrated in the FIGS. or described maybe executed in response to one or more sets of logic or instructionsstored in or on non-transitory computer readable media as well. Thefunctions, acts or tasks are independent of the particular type ofinstructions set, storage media, processor or processing strategy andmay be performed by software, hardware, integrated circuits, firmware,micro code and the like, operating alone or in combination.

The disclosed interactive agent converses in an easy and familiarmanner. It converses lightly and casually using an end user's style andvocabulary, in a fashion and a tone that is similar to, orindistinguishable from, that of human speech. The interactive agentmoves beyond traditional desktop and mobile processing and is accessiblevia an application program interface within a celestial architecture.Each of the disclosed modules are not limited to one protocol orframework. The modular framework, data conversion (e.g., the ability toencode data a variety of different ways so that it can be seamlesslyprocessed by different computers, operating systems, or programs), etc.allow the interactive agents to interface open source and/or privatesystems including legacy systems without recoding software to differentlanguages, formats, and domains. Specific functionality may be addedwithout updating the entire system (improving scalability),functionality may be isolated (e.g., separating running programs tomitigate system failures or software vulnerabilities from spreading toother software), and/or functionality may be removed through its use andmanagement of modules and the translation of the data sourced to themvia controller 106. The framework further enhances security(organizations can update selected software instead of waiting forholistic updates) and enhances productivity (when bottlenecks occur,additional modules may be added and plugged-in). The framework reducesthe computational burden placed on other components and improves thefunctioning of the computer itself.

The subject-matter of the disclosure may also relate, among others, tothe following aspects (referenced by numbers):

1. A system that simulates conversation with a human user, comprising:

a recognition processor that receives media and converts the media intoa system-specific format;

a first natural language processing engine that compares the convertedmedia to a vocabulary and generates a plurality of intents and aplurality of sub-entities; and

a controller that transforms the plurality of intents and sub-entitiesinto a pre-defined format and routes the plurality of intents and theplurality of sub-entities to a first selected knowledge engine and asecond knowledge engine;

where the first selected knowledge engine selects the second knowledgeengine and each active grammar in the vocabulary uniquely identifieseach of the plurality of knowledge engines.

2. The system of aspect 1 further comprising a knowledge base accessibleto the plurality of knowledge engines that includes a plurality ofattributes that identify a user's intention.

3. The system of aspect 2 where the knowledge base comprises a pluralityof downloadable profiles.

4. The system of any of aspects 1 to 3 where the active grammarscomprise a plurality of words and phrases to be recognized.

5. The system of any of aspects 1 to 4 where the plurality of knowledgeengines comprise an insurance quoting knowledge engine, a claimsprocessing knowledge engine, and an on-line insurance servicingknowledge engine.

6. The system of any of aspects 1 to 5 further comprising an exchangemanager in communication with the controller that identifies the user'sgeneration.

7. The system of aspect 6 where the exchange manager identifies aplurality of words or a phrase associated with the identified user'sgeneration and renders the words or phrase on social media in responseto the received media.

8 The system of any of aspects 1 to 7 further comprising a secondnatural language processing engine that compares a second convertedmedia to the vocabulary and generates a second plurality of intents anda second plurality of sub-entities.

9. The system of aspect 8 where the first and the second naturalprocessing engine comprises an automatic speech recognition service.

10. The system of any of aspects 1 to 9 further comprising a visionengine that transmits the location and identification of a physicalobject to the controller.

11. A method that simulates conversation with a human user, comprising:

receiving media and converting the media into a system-specific format;

comparing the converted media to a vocabulary and generating a pluralityof intents and a plurality of sub-entities; and

transforming the plurality of intents and sub-entities into apre-defined format and routing the plurality of intents and theplurality of sub-entities to a first selected knowledge engine and asecond knowledge engine;

where the first selected knowledge engine selects the second knowledgeengine and each active grammar in the vocabulary uniquely identifieseach of the plurality of knowledge engines.

12. The method of aspect 11 further comprising accessing a plurality ofattributes that identify a user's intention.

13. The method of aspect 12 where the plurality of attributes are storedin a plurality of downloadable profiles.

14. The method of any of aspects 11 to 13 where the active grammarscomprise a plurality of words and phrases to be recognized.

15. The method of any of aspects 11 to 14 where the plurality ofknowledge engines comprise an insurance quoting knowledge engine, aclaims processing knowledge engine, and an on-line insurance servicingknowledge engine.

16. The method of any of aspects 11 to 15 further comprising an exchangemanager in communication with the controller that identifies the user'sgeneration.

17. The method of aspect 16 where the exchange manager identifies aplurality of words or a phrase associated with the identified user'sgeneration and renders the words and phrases on social media in responseto the received media.

18. The method of any of aspects 11 to 17 further comprising comparing asecond converted media to the vocabulary and generating a secondplurality of intents and a second plurality of sub-entities.

19. The method of aspect 18 where the first and second plurality ofintents and the first and second plurality of sub-entities identifyspeech.

20. The method of any of aspects 11 to 19 further comprising a visionengine that transmits the locations and identifications of a physicalobject to the controller.

21. A non-transitory machine-readable medium encoded withmachine-executable instructions, where execution of themachine-executable instructions is for:

receiving media and converting the media into a system-specific format;

comparing the converted media to a vocabulary and generating a pluralityof intents and a plurality of sub-entities; and

transforming the plurality of intents and sub-entities into apre-defined format and routing the plurality of intents and theplurality of sub-entities to a first selected knowledge engine and asecond knowledge engine;

where the first selected knowledge engine selects the second knowledgeengine and each active grammar of the vocabulary uniquely identifieseach of the plurality of knowledge engines.

22. The non-transitory machine-readable medium of aspect 21 furthercomprising accessing a plurality of attributes that identify a user'sintention.

23. The non-transitory machine-readable medium of aspect 22 where theplurality of attributes are stored in a plurality of downloadableprofiles.

24. The non-transitory machine-readable medium of any of aspects 21 to23 where the active grammars comprise a plurality of words and phrasesto be recognized.

25. The non-transitory machine-readable medium of any of aspects 21 to23 where the plurality of knowledge engines comprise an insurancequoting knowledge engine, a claims processing knowledge engine, and anon-line insurance servicing knowledge engine.

26. The non-transitory machine-readable medium of any of aspects 21 to25 further comprising an exchange manager in communication with thecontroller that identifies the user's generation.

27. The non-transitory machine-readable medium of aspect 26 where theexchange manager identifies a plurality of words or a phrase associatedwith the identified user's generation and renderers them on social mediain response to the received media.

28. The non-transitory machine-readable medium of any of aspects 21 to27 further comprising comparing a second converted media to thevocabulary and generating a second plurality of intents and a secondplurality of sub-entities.

29. The non-transitory machine-readable medium of aspect 28 where thefirst and second plurality of intents and the first and second pluralityof sub-entities identify speech.

30. The non-transitory machine-readable medium of any of aspects 21 to29 further comprising a vision engine that transmits the locations andidentifications of a physical object to the controller.

Other systems, methods, features and advantages will be, or will become,apparent to one with skill in the art upon examination of the figuresand detailed description. It is intended that all such additionalsystems, methods, features and advantages be included within thisdescription, be within the scope of the disclosure, and be protected bythe following claims.

What is claimed is:
 1. A system that simulates conversation with a humanuser, comprising: a recognition processor that receives media andconverts the media into a system-specific format; a first naturallanguage processing engine that compares the converted media to avocabulary and generates a plurality of intents and a plurality ofsub-entities; and a controller that transforms the plurality of intentsand the plurality of sub-entities into a predefined format and routesthe plurality of intents and the plurality of sub-entities to a firstselected knowledge engine and a second knowledge engine; and an exchangemanager in communication with the controller that identifies the humanuser's generation from the converted media; where the first selectedknowledge engine selects the second knowledge engine and each activegrammar in the vocabulary uniquely identifies each of the plurality ofknowledge engines; and where the exchange manager renders a plurality ofwords or a phrase to a user display device in response to the receivedmedia.
 2. The system of claim 1 further comprising a knowledge baseaccessible to the first selected knowledge engine and the secondknowledge engines that includes a plurality of attributes that identifythe human user's intention.
 3. The system of claim 2 where the knowledgebase comprises a plurality of downloadable profiles.
 4. The system ofclaim 1 where the active grammars comprise a plurality of words andphrases to be recognized.
 5. The system of claim 1 where the firstselected knowledge engine and the second knowledge engines comprise aninsurance quoting knowledge engine, a claims processing knowledgeengine, or an on-line insurance servicing knowledge engine.
 6. Thesystem of claim 1 where the exchange manager identifies a plurality ofwords or a phrase associated with the identified human user's generationand renders the plurality of words or the phrase on a social mediatechnology in response to the received media.
 7. The system of claim 1further comprising a second natural language processing engine thatcompares a second converted media to the vocabulary and generates asecond plurality of intents and a second plurality of sub-entities. 8.The system of claim 7 where the first and the second natural processingengines comprises an automatic speech recognition service.
 9. A systemthat simulates conversation with a human user, comprising: a recognitionprocessor that receives media and converts the media into asystem-specific format; a first natural language processing engine thatcompares the converted media to a vocabulary and generates a pluralityof intents and a plurality of sub-entities; and a controller thattransforms the plurality of intents and the plurality of sub-entitiesinto a pre-defined format and routes the plurality of intents and theplurality of sub-entities to a first selected knowledge engine and asecond knowledge engine; and a vision engine that transmits a locationand an identification of a physical object to the controller; where thefirst selected knowledge engine selects the second knowledge engine andeach active grammar in the vocabulary uniquely identifies each of theplurality of knowledge engines; and where the controller transmits aplurality of words or a phrase to a user display device in response tothe received media.
 10. A computer implemented method that simulatesconversation with a human user, comprising: receiving media andconverting the media into a system-specific format; comparing theconverted media to a vocabulary and generating a plurality of intentsand a plurality of sub-entities; and transforming the plurality ofintents and the plurality of sub-entities into a pre-defined format androuting the plurality of intents and the plurality of sub-entities via acontroller to a first selected knowledge engine and a second knowledgeengine; and identifying the human user's generation from converted mediathrough an exchange engine in communication with the controller; wherethe first selected knowledge engine selects the second knowledge engineand each active grammar in the vocabulary uniquely identifies each ofthe plurality of knowledge engines; transmitting a plurality of words ora phrase to a user display device in response.
 11. The computerimplemented method of claim 10 further comprising accessing a pluralityof attributes that identify the human user's intention.
 12. The computerimplemented method of claim 11 where the plurality of attributes arestored in a plurality of downloadable profiles.
 13. The computerimplemented method of claim 10 where the active grammars comprise aplurality of words or phrases to be recognized.
 14. The computerimplemented method of claim 10 where the first selected knowledge engineand the second knowledge engines comprise an insurance quoting knowledgeengine, a claims processing knowledge engine, or an on-line insuranceservicing knowledge engine.
 15. The computer implemented method of claim10 where the exchange manager identifies the plurality of words or thephrase associated with the identified user's generation and renders theplurality of words and the phrases on a social media technology inresponse to the received media.
 16. The computer implemented method ofclaim 10 further comprising comparing a second converted media to thevocabulary and generating a second plurality of intents and a secondplurality of sub-entities.
 17. The computer implemented method of claim16 where the first and the second plurality of intents and the first andthe second plurality of sub-entities identify speech included in themedia.
 18. A computer implemented method that simulates conversationwith a human user, comprising: receiving media and converting the mediainto a system-specific format; comparing the converted media to avocabulary and generating a plurality of intents and a plurality ofsub-entities; and transforming the plurality of intents and theplurality of sub-entities into a pre-defined format and routing theplurality of intents and the plurality of sub-entities via a controllerto a first selected knowledge engine and a second knowledge engine; andtransmitting a location and an identification of a physical object via avision engine to the controller; wherein the first selected knowledgeengine selects the second knowledge engine and each active grammar inthe vocabulary uniquely identifies each of the plurality of knowledgeengines; transmitting a plurality of words or a phrase in response tothe received media to a user display device.
 19. The computerimplemented method of claim 18 further comprising accessing a pluralityof attributes that identify a user's intention.
 20. The computerimplemented method of claim 19 where the plurality of attributes arestored in a plurality of downloadable profiles.
 21. The computerimplemented method of claim 18 where the first selected knowledge engineand the second knowledge engine are exclusive of one another andcomprise at least two of an insurance quoting knowledge engine, a claimsprocessing knowledge engine, or an on-line insurance servicing knowledgeengine.
 22. The computer implemented method of claim 18 where anexchange manager identifies the plurality of words or the phraseassociated with an identified human user's generation and renders theplurality of words and the phrase on a social media technology inresponse to the received media.
 23. The computer implemented method ofclaim 18 further comprising comparing a second converted media to thevocabulary and generating a second plurality of intents and a secondplurality of sub-entities.
 24. The computer implemented method of claim23 where the first plurality of intents and the second plurality ofintents and the first plurality of sub-entities and the second pluralityof sub-entities identify speech included in the media.
 25. The computerimplemented method of claim 18 further comprising a knowledge baseaccessible to the first selected knowledge engine and the secondknowledge engine that includes a plurality of attributes that identify ahuman user's intention.
 26. The computer implemented method of claim 25where the knowledge base comprises a plurality of downloadable profiles.27. The computer implemented method of claim 18 where the first selectedknowledge engine and the second knowledge engine differ and comprise atleast one of an insurance quoting knowledge engine, a claims processingknowledge engine, or an on-line insurance servicing knowledge engine.28. The computer implemented method of claim 18 where an exchangemanager identifies a plurality of words or a phrase associated with anidentified human user's generation and renders the plurality of words orthe phrase on a social media device in response to the received media.29. The computer implemented method of claim 18 further comprising asecond natural language processing engine that compares a secondconverted media to the vocabulary and generates a second plurality ofintents and a second plurality of sub-entities.
 30. The computerimplemented method of claim 24 where the first natural processing engineand the second natural processing engine comprises an automatic speechrecognition service.